Halo Innovations

August 18, Complaint ID [redacted] Halo’s reply to the complaint regarding customer service issues: Halo’s customer service department followed the standard procedure of collecting the proof of purchase and tracking information. We stand behind our products and offer free replacement parts when the warranty requirements are met. In this case, the consumer was not able to provide all of the information we require to send a free replacement Below is the time sequence of the communication 8/4. The consumer contacted Halo with the complaint of a ripped seam and supplied photosThe consumer stated she had been using the Bassinest for monthsHalo replied promptly to the initial contact/complaint. It is our policy to collect tracking information from the product and a proof of purchase for warranty coverage (year limited warranty on the original purchase only). 8/5: The consumer replied to Halo’s inquiry regarding the product tracking information, did not have a receipt but provided an image of her baby registry from Target. The Bassinest Swivel Sleeper on the consumer’s baby registry was not the same model depicted in the photos shown with the ripped seamThere is a significant difference in the fabric and added features between the models. We brought the discrepancy to the consumer’s attention that the model from her registry was not the same product in the photos with the ripped seam. Under the circumstances that the consumer did not have the receipt, we cannot provide a free replacement Bassinest. Our warranty is limited to year of the original purchase (second hand purchases are not covered) and proof or purchase is requiredWe have replacement parts but there is a replacement fee if the product is outside of the year warranty or a second hand use8/11: The consumer contacted Halo to let us know the receipt was found from her family gift giver and attached the receipt to her email The receipt confirmed that Target accidentally shipped the consumer a different (upgraded model) of the Bassinest than the model that was on her registry. The consumer also at that time stated that Target would send her a new replacement Bassinest Halo was not aware of the consumer’s frustration and in fact we thought the issue fully resolved when the consumer called to let us know Target made a shipping error and replaced the product. The call coincided with the discovery of the proof of purchase as well. Our warranty and replacement policy is standard in the juvenile products industryThe warranty is clearly stated in the manual and user guide included with the Bassinest Swivel Sleeper. There is a high number of second hand use with the Bassinest Swivel Sleeper and we will always strive to make the product whole and fully usable but require the original purchase information in order for the replacement parts or product to be free of chargeSincerely, Halo Innovations, Inc

August 18, Complaint ID [redacted] Halo’s reply to the complaint regarding customer service issues: Halo’s customer service department followed the standard procedure of collecting the proof of purchase and tracking information We stand behind our products and offer free replacement parts when the warranty requirements are met In this case, the consumer was not able to provide all of the information we require to send a free replacement Below is the time sequence of the communication 8/ The consumer contacted Halo with the complaint of a ripped seam and supplied photosThe consumer stated she had been using the Bassinest for monthsHalo replied promptly to the initial contact/complaint It is our policy to collect tracking information from the product and a proof of purchase for warranty coverage (year limited warranty on the original purchase only) 8/5: The consumer replied to Halo’s inquiry regarding the product tracking information, did not have a receipt but provided an image of her baby registry from Target The Bassinest Swivel Sleeper on the consumer’s baby registry was not the same model depicted in the photos shown with the ripped seamThere is a significant difference in the fabric and added features between the models We brought the discrepancy to the consumer’s attention that the model from her registry was not the same product in the photos with the ripped seam Under the circumstances that the consumer did not have the receipt, we cannot provide a free replacement Bassinest Our warranty is limited to year of the original purchase (second hand purchases are not covered) and proof or purchase is requiredWe have replacement parts but there is a replacement fee if the product is outside of the year warranty or a second hand use8/11: The consumer contacted Halo to let us know the receipt was found from her family gift giver and attached the receipt to her email The receipt confirmed that Target accidentally shipped the consumer a different (upgraded model) of the Bassinest than the model that was on her registry The consumer also at that time stated that Target would send her a new replacement BassinestHalo was not aware of the consumer’s frustration and in fact we thought the issue fully resolved when the consumer called to let us know Target made a shipping error and replaced the product The call coincided with the discovery of the proof of purchase as well Our warranty and replacement policy is standard in the juvenile products industryThe warranty is clearly stated in the manual and user guide included with the Bassinest Swivel Sleeper There is a high number of second hand use with the Bassinest Swivel Sleeper and we will always strive to make the product whole and fully usable but require the original purchase information in order for the replacement parts or product to be free of chargeSincerely, Halo Innovations, Inc